ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Consulting 407

Consulting Consulting Marketing Personalization 407

JustCall

OCTOBER 14, 2020

Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers. In the daily life of a customer service agent, less than 3 % in a day is actually angry customers.

Customer Service 103

Customer Service Coaching Management Personalization 103

Abby Connect

JUNE 20, 2023

Handling angry callers can be a challenging aspect of customer service and a source of phone anxiety, but knowing how to deal with angry callers can prevent damage to reputation and loss of profit.

Management 52

Management Customer Service 52

Nextiva

MAY 18, 2020

In customer service roles, we dread one thing above all else: an angry, difficult customer who refuses your help. Demanding customers can ruin your day and make it difficult to solve their problems. Knowing how to handle them can make a significant difference in your life and theirs.

voip 83

voip Sales Marketing Customer Experience 83

Nicereply

FEBRUARY 27, 2020

You will meet angry and frustrated customers that think that you are responsible for their situation. Working in customer service can be stressful and overwhelming. The possibility of needing to handle situations with angry customers daily is pretty high. Remain Calm. Take notes and think about a solution.

Personalization 88

Personalization Customer Service Customer retention Management 88

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CustomerSuccessBox

MAY 17, 2022

A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? To deal with them, you first need to know what actually happened and the reasons why they’re angry. 4 main reasons that make customers angry. Lack of training in handling difficult customers.

Feedback 52

Feedback Customer Support Customer Service Personalization 52

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. When a call surge hits, your sales and customer service teams bear the brunt.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Myra Golden Media

MARCH 6, 2019

Kelly and Gayle King are on my blog today – “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.” ” Customers will rant, verbally attack, and maybe even be intimidating. ” Whilst a customer rants, listen and then label the emotion you’re seeing.

Customer Experience 236

Customer Experience Personalization Call Center 236

ShepHyken

APRIL 10, 2020

She discusses multiple steps businesses can take to further develop their customer engagement strategies. This is where the reality of customer engagement lies. Probably through a customer communication platform, you review the issue that they are addressing, act on it and resolve it for them. What happens then?

Feedback 161

Feedback Personalization Sales Customer Experience 161

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp.

Customer Service 224

Customer Service Wireless Chatbots Airlines 224

Hodusoft

JULY 27, 2022

How to Handle Escalated Calls in Call Center? For businesses of all sizes, keeping customers happy and satisfied all the time is easier said than done. It’s undeniably true that when a company provides its customers with a product or service, it’s accountable for it. In fact, 91% of those customers simply leave and never return.

Call Center 52

Call Center Interactive Voice Response call center software Surveys 52

Nicereply

FEBRUARY 13, 2023

There are many different types of customers that a support manager may encounter. We looked at the most common personas in support and how to handle them. Customer support teams interact with a lot of customers. Let’s dive into 6 types of customers you meet as a support manager and how to best support each of them.

Management 52

Management Best practices CRM Coaching 52

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

Customer Service 59

Customer Service Feedback Airlines Construction 59

Toister Performance Solutions

MAY 2, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. And despite years of experience, training, and writing about how to handle these situations, I can't promise I'd do any better.

Real estate 69

Real estate Advertising Personalization 69

Toister Performance Solutions

AUGUST 20, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. We've all experienced an outrageous customer. They might have been unreasonably angry.

Advertising 83

Advertising Personalization Contact Center Customer Service 83

Global Response

MARCH 20, 2023

If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time. A good average handle time is typically around 6 or 6.5

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Customer Service Life

NOVEMBER 5, 2018

Not a week went by that she didn’t shed tears after hanging up the phone with a customer. To metaphorically be coated in “Scotch Guard” and let the angry words spewing out of customer’s or coworker’s mouths roll right off like nothing ever happened in the first place. Photo cred: Ban.do.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Toister Performance Solutions

APRIL 4, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Or perhaps you've observed one of your employees avoiding ownership when serving a customer. They never have enough cars."

Customer Service 77

Customer Service Advertising Personalization Management 77

Toister Performance Solutions

JULY 30, 2020

It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric. Customers don't want to waste time. Customers don't want to waste time.

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

Nicereply

MAY 2, 2022

All jobs are stressful to some degree, but it’s particularly tough for customer support agents. Working in customer support involves a high level of job-related stress. Your support team is emotionally responsible for the well-being of your customers, and constantly demonstrating empathy all day can lead to fatigue.

Morale 98

Morale Customer Support Feedback Management 98

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

TeleDirect

MARCH 4, 2023

When hiring your call center agents, you need to know if they have good skills in customer service. In this article, we’ll help you determine these essential customer-facing skills. This can be a tall order—after all, customer service is a complex (and incredibly important) facet of the business. It also means being forthright.

Call Center 62

Call Center Call center experience Customer Support Customer Service 62

Wowdesk Blog

JUNE 30, 2020

A customer complaint is an evaluation of the performance of the company. It indicates the problem and failures of a company process that needs to get resolved quickly to avoid the migration of profitable customers. . Companies should understand the fact that losing customers means reducing profit and damaging their brand image.

Management 52

Management Complaint resolution Self service Customer Service 52

Enghouse Interactive

JULY 23, 2021

Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Monet Software

JANUARY 15, 2019

Perhaps average handle time (AHT) is the toughest challenge, or cutting down on abandoned calls. If you have a workforce management system you can collect specific data from every customer interaction to assess your status on these metrics. Let’s stick with average handle time as an example. Surprisingly, the answer is yes.

Contact Center 54

Contact Center Average Handle Time Abandon Call Coaching 54

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. But did you ever truly learn how to convert those angry complainers into happy, loyal customers? How you respond to customers’ anger affects their decision to stay with you or not.

Scripts 56

Scripts Personalization Customer Service Customer Support 56

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! .

Customer Service 101

Customer Service Entertainment Airlines Benchmark 101

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Step 3: Improve the customer relationship.

Surveys 89

Surveys Feedback Personalization Metrics 89

Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. The customer service team, of course! They play a crucial role in ensuring customers are satisfied and keep coming back for more. Creating a compelling experience for customers makes the customer service representative role demanding, regardless of the industry.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

Nicereply

APRIL 3, 2020

But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. Angry, difficult and dissatisfied customers aren’t necessarily a reflection on how well your business is run (because people are, well, people). Silence Your Judgements.

Morale 101

Morale Customer Support Customer retention Personalization 101

Toister Performance Solutions

DECEMBER 10, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. You've probably heard customers say the same thing if you've worked during the holiday season. You've ruined Christmas!"

Advertising 67

Advertising Airlines Morale Self service 67

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Morale 124

Morale Customer Service Scripts Personalization 124